Member Trust & Care Specialist

Your Role

• You'll own the relationship between Overtone and the people who use it.
• When we launch, members will have questions, run into bugs, report each other, and sometimes appeal decisions about their accounts.
• You'll run that work end to end.
• The role sits within the Legal & Risk team, because enforcement decisions and member trust are intertwined and some of this work touches obligations with legal deadlines.

What You’ll Do

Member care

• Own day-to-day member support across the app and email, with a high bar for speed, clarity and kindness.
• Resolve questions end to end, from simple how-tos to complex edge cases, and know when to escalate.
• Handle bug reports with rigor: reproduce the issue, write clear steps, work with Product & Engineering on the fix, and tell the member when it's resolved.

Trust & safety operations

• Review member reports against our moderation playbook and community guidelines.
• Issue warnings and prepare suspension and ban recommendations.
• Work through each appeal fairly.
• Handle content-removal requests within required timelines.
• Escalate matters to Legal when necessary.

Member communications

• Write and maintain the member facing library: warning, suspension and removal notices, appeal outcomes, support macros and crisis responses.
• Write and update help center articles and FAQs so members can solve common problems on their own.
• Keep every message clear, fair and in Overtone's voice.

Product partnership

• Read the queue every week for recurring issues, product defects showing up as support tickets, and gaps in our playbook.
• Bring what you find to Product and Engineering with examples and numbers, and advocate for fixes.
• Be the voice of the member in product decisions, especially those that touch safety and member care.

Who You Are

We're hiring for operational discipline and good writing, not a background in law or policy.

Required

• 2 to 5 years in customer support, trust & safety, content moderation, community management or another member-facing operations role.
• You follow a written process exactly, every time, including the hundredth time.
• You write clearly under pressure. A suspension notice has to be firm, plain and non-inflammatory, and you'll write a lot of them.
• You stay steady with upset people, and your replies don't match their tone.
• You stay organized at high volume and keep records as you go: what you did, why, and when.
• You can spot a pattern across a week of tickets and explain it in a few sentences.
• You're comfortable with ticketing tools and spreadsheets, and interested in using automation and AI tools to work better.

Nice to have

• Experience at a consumer app, especially one with safety-sensitive work.
• Writing bug reports with Product and Engineering teams.
• Building help center content or macro libraries.
• Running quality review or calibration for moderation or support decisions.
• Working alongside automated moderation, such as reviewing flagged content.
• Handling scam, fraud or identity-related reports.
• Managing or working closely with a support or moderation vendor.

Compensation & Benefits

• Salary of $95k to $130k.
• The offer within that range depends on experience and skills.
• This position will receive meaningful stock options with considerable upside potential.

We provide standard benefits such as

• Medical, dental and vision insurance
• 401(k)
• Paid time off, holidays and sick leave
• Commuter benefits, stipends and other perks

Our Core Qualities

• We look for these qualities in everyone we hire at Overtone.
• Curiosity: You seek to understand before you decide. You ask thoughtful questions, test assumptions, and stay open to changing your mind as new information emerges.
• Craft: You care deeply about quality and coherence. You simplify complexity, exercise good judgment, and take pride in work that feels intentional, thoughtful, and well-made.
• Collaboration: You engage with others honestly and generatively. You challenge ideas with respect, listen deeply, and help synthesize perspectives into clearer, better outcomes.
• Care: You take responsibility for people and outcomes. You act with integrity, follow through on commitments, and protect trust-with users, teammates, and the work itself.